Manager or Senior Manager, Strategy & Operations - Telehealth

Patiently is a multi-condition telehealth business helping consumers use tax-advantaged healthcare dollars for treatment and care. As the company scales its condition roadmap, it needs a strong operator and strategic thinker to build and run the operational foundation of the business. This is a hands-on role that moves between resolving immediate patient or partner issues and building the processes, metrics, and cadence to scale. The role owns day-to-day coordination and performance across clinical and provider workflows, pharmacy and fulfillment partners, customer support, and platform partners, working cross-functionally with Marketing, Product, Analytics, CS, Finance, and Operations. Level guidance: Manager, Strategy & Operations requires a minimum of 5 years of experience; Senior Manager, Strategy & Operations requires 5–8+ years of digital health operations experience and has built operational processes from scratch.

Responsibilities

Manage the day-to-day operating relationship with Patiently's clinical, provider, and telehealth-platform partners; Ensure patients move smoothly from intake through provider review, treatment, and ongoing care; Identify workflow breakdowns and lead cross-functional efforts to resolve root causes; Have ownership mindset to drive solutions and think of second order effects when resolving operational challenges; Manage operating relationships with pharmacy, fulfillment performance, turnaround times, and SLAs; Build contingency plans for capacity constraints, shortages and partner disruptions; Ensure responsibilities and handoffs are clear across Patiently, providers, pharmacies, customer support and technology partners; Lead readiness planning for major launches - workflows, escalation paths, reporting and contingency plans; Partner with CS to unblock operational constraints and improve patient experience; Coordinate resolution of complex cases across clinical, pharmacy, payment, or partners; Utilize data for key operational metrics to drive business performance; Develop SOPs, playbooks, and controls that allow Patiently to scale efficiently

Requirements

Minimum of 5+ years of experience in healthcare operations, telehealth, or a similarly complex regulated environment; Experience managing external partners against defined service levels and business outcomes; Strong understanding of operational workflows with the ability to diagnose problems across multiple organizations and systems; Demonstrated success building processes, reporting and operating cadences in a growing and evolving business; Strong analytical judgment: use data to identify risks, priorities, and performance; Ownership mindset with hands-on operating style: investigate individual issues while building scalable solutions; Comfortable with ambiguity: able to make progress before every process or ownership boundary is fully defined; Must be able to work EST hours

Nice to have

Experience in a multi-condition telehealth or digital-health business; Direct experience with provider networks, pharmacy partners or prescription fulfillment; Experience supporting employer, benefits or B2B healthcare programs; Experience transitioning from outsourced operations to internally managed capabilities; Familiarity with healthcare compliance, patient privacy and regulatory environments

Benefits

Discretionary Annual Bonus Eligibility: up to 15%; Medical, Dental, Vision, and 401K with a company match; Dependent Care, FSA & HSA accounts; Paid Parental & Bonding Leave; Flexible PTO & office closure on all major holidays; Monthly wellness & internet reimbursements; Professional development including certification support & leadership coaching; Mental Health resources